At a Glance
- Tasks: Lead CX consulting projects and shape customer experiences for businesses.
- Company: Dynamic company transforming digital customer journeys with top-tier partners.
- Benefits: Flexible work, competitive pay, 25 days leave, and private healthcare.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer experiences in a fast-paced digital world.
- Qualifications: 5+ years in CX consulting with strong analytical and communication skills.
The predicted salary is between 60000 - 80000 £ per year.
We help businesses succeed in a fast‑changing digital landscape by transforming end‑to‑end customer experiences to drive growth and engagement.
Location: UK (London) | Full time
Company Overview: Our approach is customer‑centric: technology alone isn’t enough—it’s how you use it. With deep retail expertise, we support companies in achieving their digital best. We specialise in composable commerce across the full customer journey – from loyalty and data insights to marketplaces, multichannel retail and digital marketing. As a premium partner of SAP, Salesforce and Shopify, and with in‑house expertise across partners like Mirakl, Akeneo, Emarsys, Algolia, Bloomreach, Amplience and Xiatech, we deliver value quickly. Successful CX platforms require a clear vision, roadmap and execution capability – we bring all three and act as your partner for success.
What You’ll Do:
- Lead CX consulting engagements (B2C & B2B), including diagnostics, programme shaping and discovery & design.
- Drive platform‑agnostic CX strategy across key areas: Commerce, CDP/Customer Data, Marketing Automation, Loyalty, and Order & fulfilment.
- Define target architectures, business cases, dependencies and transformation roadmaps before platform selection.
- Lead detailed discovery & design phases with Solution Architects, defining requirements, customer journeys (CX/UX), architectures and delivery setup.
- Facilitate client workshops to capture processes, journeys, capabilities and architectures.
- Identify gaps, constraints, dependencies and opportunities across business, data and systems.
- Translate complexity into clear, value‑driven CX roadmaps.
- Provide senior advisory support in pre‑sales and early delivery phases.
- Create key deliverables (e.g. CX diagnostics, capability models, architectures, BRDs, risk assessments).
- Collaborate with architects, delivery and account teams to ensure end‑to‑end continuity.
- Identify follow‑on opportunities as client needs evolve.
What You Need:
- 5+ years in CX consulting, business analysis or transformation.
- Experience in B2C and B2B environments with complex customer journeys.
- Strong experience in CX diagnostics, programme shaping and discovery/design.
- Excellent communication skills and confidence with senior stakeholders (Manager–C‑level).
- Ability to quickly understand business models, needs, tech landscapes and data flows.
- Strong analytical and structuring skills.
- Experience with process mapping, customer journeys, requirements documentation, capability models and high‑level architectures.
- Comfortable working independently in senior teams.
- Collaborative, personable team player.
Highly Desirable:
- AI‑driven CX solutions (especially in Google ecosystems)
- B2B digital experience (eCommerce, portals, pricing complexity)
- CDP / Single Customer View
- Marketing Automation
- Loyalty & retention
- Sales/Service CX (CRM, contact centres)
- Basic ERP/WMS/fulfilment exposure
Why KPS:
- Flexible working environment
- Competitive rate
- 25 days annual leave with an extra day to do something extra special – volunteer/charity etc.
- Bright and bubbly office in Wimbledon
- Private healthcare
- Maternity/ Paternity/ Parental Leave
- Flu jabs and eye tests
- Pension
We are an Equal Opportunity Employer and encourage applications from candidates of all backgrounds, identities, and abilities. We’re committed to making our hiring process as inclusive and accessible as possible. If you require any adjustments, at any stage of the application or interview process, please let us know.
(Senior) CX Consultant (m/f/d) employer: KPS AG
At KPS, we pride ourselves on being an excellent employer by fostering a flexible and inclusive work environment that prioritises employee well-being and growth. Our vibrant office in Wimbledon offers a collaborative culture where innovative ideas thrive, alongside competitive benefits such as 25 days of annual leave, private healthcare, and opportunities for community engagement. Join us to lead transformative customer experience projects while enjoying a supportive atmosphere that values your contributions and encourages professional development.
StudySmarter Expert Advice🤫
We think this is how you could land (Senior) CX Consultant (m/f/d)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at KPS AG. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like KPS AG before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace (Senior) CX Consultant (m/f/d)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to KPS AG:Your cover letter is your chance to shine! Tell us why you want to work at KPS AG specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at KPS AG!
How to prepare for a job interview at KPS AG
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
